Job description:
Process trainer to conduct engaging and interactive training sessions using a variety of resources and tools available to facilitate participants' learning. The Scope of Work would encompass domain knowledge in either Loans / Credit Cards, Insurance industry. A blended profile in the mentioned industries would be an added advantage. Prior experience as a Process Trainer handling digital loan services in a contact center (Outbound) would be an added advantage.
Requirements:
- Bachelor’s degree or equivalent.
- Should be from a sales training background with at least 2 - 3 years of experience in Lending
- Knowledge of learning and development trends and best practices will be an added plus
- Excellent facilitation and presentation skills
- Excellent written & spoken communication skills Expert in Word, PPT, Excel tools & MIS, and data management
- Curiosity to learn and leverage new learning tools, systems, or methods of working
Role Expectations:
- At scale, every trainer will be assigned to 3-5 campaigns, and 50-100 agents, depending on various factors like complexity + size of use-case, demands of client etc.
- Process trainers will own agent performance in a campaign (process) assigned to them
- Trainer should dedicate time to listening to call recordings, updating scripts and other process materials, etc, to keep on continuously improving the sales outcomes from the campaign
- Should be able to look at numbers/ data on dashboards and track and manage the performance of their agents
- Note: Performance is defined as a combination of Compliance Scores and Conversions of an agent
Responsibilities:
- Collaborate with cross-functional teams to ensure training material / content quality and accuracy
- Review the performance on dashboards and provide one-on-one coaching and guidance to participants to address their specific challenges, support their professional development, and help them apply the acquired skills in real-life scenarios. Recommend improvements in the product and process.
- Drafting and making necessary updates to training material (product deck, call script, FAQs, etc)
- Work with the content team to help validate the documents based on absorbance and feedback from the trainees
- Keep updated with relevant information on customers’ products and processes
- Shadow agents to stay up to date with internal app/web-app product/process changes and challenges
- Provide insights and instant feedback for correction and keep an eye on potential quality issues
- Update details such as Training MIS, Training Calendar, Dashboard, etc., for all your training sessions on a regular and timely basis
- Utilize effective sales training activities like role plays, discussions, and mock calls to strengthen the agents' skills (e.g. how to overcome objections)
- Attend calibration sessions with the customer and other team members/ stakeholders from time to time, to obtain feedback on your process and decide on an action plan to improve/mitigate the same
- Perform other tasks requested by the manager to reach team objectives or the company’s objectives based on current needs
Logistics
- Compensation: 4 - 5 LPA
- Joining Date: ASAP
- Location: Hybrid (Noida / Bengaluru preferable)
- Employment Type: 1-year Contract
Why should you consider us seriously?
- We believe that longer-term, people >> product & profits and prioritize culture over everything else. See Glassdoor reviews.
- We are a well-balanced team of experienced entrepreneurs and are backed by top investors across India and Silicon Valley (Chiratae Ventures, Blume Ventures, Abstract Ventures, Emergent Ventures; Senior execs at Google, Square, Genpact & Flipkart; Co-founders of Infosys, Snapdeal, Slideshare, Zomato, etc.)
- Unlimited Leaves 💤
- Freedom and Responsibility 🦅
- Entrepreneurial Team 💪
- Exponential Growth 📈
- Healthcare (Physical & Mental Wellness) 😌
- Work from Anywhere ⛰️🏖️
Please Note:
SquadStack is committed to a diverse and inclusive workplace. SquadStack is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.